JOB DESCRIPTION

Job Title:HelplineAdvisor, National Stalking Helpline

Location:London

Reports To:Helpline Manager

Full/Part time3 days/week

Contract:Permanent

Salary:£23,500 pro rata

Purpose of Job:To give guidance and information by telephone and email, to those affected by stalking and harassment.

To provide casework support and advocacy to victims of stalking, ensuring liaison with a range of appropriate agencies.

Duties and Responsibilities:

Service Delivery

  1. To respond as quickly and efficiently as possible to requests for help, which may be received via email or telephone, giving appropriate guidance to victims of stalking.
  1. With the consent of service users, liaise with the police and other appropriate agencies to help the caller achieve a positive outcome in their case.
  1. To identify and maintain appropriate boundaries for all enquiries and recognise when and where to signpost enquirers for further help/information as appropriate.
  1. To proactively continue to develop appropriate knowledge, attitudes and skills through regular reading of information and attending training courses.
  1. To support the recruitment and training of helpline volunteers.
  1. To assist volunteers with complex helpline enquiries

Service Development

  1. To identify and follow up with any areas of development required on the Helpline Forum.
  1. To assist with developing and maintaining a social media presence.
  1. To seek support and information from other charities or agencies in regards to developing the National Stalking Helpline Forum.

Other

  1. Deputisefor the Helpline Manager when required
  2. Attend supervision meetings and appraisals
  3. Attend and participate in team meetings and strategic away days
  4. To communicate the Helpline and Trust’s ethos, aims and achievements.
  1. To deliver training on stalking and/or personal safety as required.
  1. Undertake any other appropriate duties as requested by the Helpline Manager
  1. Work at all times within the policies and procedures of Suzy Lamplugh Trust

PERSON SPECIFICATION

Helpline Advisor

Skills, Knowledge and Experience

Essential

  • Experience of working with women affected by domestic, sexual or other gender based violence.
  • Experience of risk assessment and safety planning
  • Experience of delivering a telephone helpline or information service in either a voluntary or paid capacity
  • Experience of working in a line management structure
  • Excellent communication skills, both verbal and written
  • Excellent listening skills
  • Good IT skills, including Microsoft Word and Excel
  • Ability to maintain confidentiality and work in a non-judgmental manner
  • Ability to reflect on and develop own professional practice
  • Ability to work independently and as part of a team
  • Ability to interact and network with stakeholders

Desirable

  • Experience of managing own case load
  • Experience of working as or with volunteers
  • Experience of working with issues of personal safety, stalking and harassment or similar

Personal Attributes

  • Able to use own initiative
  • Able to manage and prioritise workload
  • Calm and confident
  • Good attention to detail
  • Ability and interest in developing a service
  • Proactive self-starter with a desire to develop all areas of the role
  • Empathy with issues relating to personal safety and stalking and harassment
  • Ability to maintain boundaries and to empathise without getting personally involved in issues that may be raised by those contacting the helpline
  • Willing to work within the policies and procedures of Suzy Lamplugh Trust
  • Commitment to the work of Suzy Lamplugh Trust